ITC Infotech client is one of the leading broker-neutral, direct market access client located in The Wall Street, NY. The client specializes in flexible Financial Information eXchange (FIX)-based equity order management systems, FIX connectivity solutions and full front-to-back office integration and compliance reporting services. The client is a FIX registered vendor enabling domestic and global equity trading to more than 58 different markets worldwide and 300 brokers in 40 countries.

The client has witnessed exponential growth in business over the few years. In order to proactively manage and support the future growth, client was looking for a partner to provide maintenance and operational support for their products and systems. The client was also looking for documentation of operational support processes.

ITC Infotech commenced the project with onsite study to learn and document the existing processes and identify the potential areas of work that could be supported from offshore. Despite lack of proper documentation of operational support procedures and processes, ITC Infotech completed the onsite study in a phased manner within 3 months. At the end of the study, ITC Infotech recommended the client to outsource the operational support for the following areas:

	Product Deployment & Configuration
	FIX Connectivity setup
	Sybase DBA support

The client accepted the recommendations made by ITC Infotech. ITC Infotech is now providing operational support for product and application deployment. The products supported by ITC Infotech are Order Management System (OMS) and FIX connectivity Solutions (FIX Engine). ITC Infotech is creating/updating new FIX connections between external FIX client, FIX engine, OMS and Exchange. Other FIX related services include checking and testing FIX connectivity between OMS and FIX engine and FIX message routing rules configuration for FIX connections.

By creating defined operational processes and procedures, ITC Infotech has successfully taken over the complete control of operational support tasks. The key benefits delivered by ITC Infotech are:

	All product support activities like configuration and maintenance are provided from offshore; thereby generating significant cost savings for the client. SLA adherence is consistently over 95%.
	By leveraging the time overlap between India and USA, all the requests for product configuration and maintenance tasks are completed before the next trading day
	Well defined operational processes have helped the client increase the efficiency of support staff

Customer Testimonial

Operational service has been very strong and the team is performing to an extremely high standard.
David Meredith, CTO